Social media / customer service policy
Getting in touch with us
We aim to respond to all member/customer enquiries within five working days* (unfortunately, we can’t guarantee a response time for business-to-business enquiries). As well as letter and phone, you can contact us via
Our communications with you
We communicate with you to:
- help you make the most of your member benefits
- update you on our campaigns work
- inform you of essential information regarding your membership.
We’ll always be clear about how we communicate with you, and [you’re in charge of what you receive]. If you’d rather not hear from us, we’ll respect your wishes.
You can change your mind about how we communicate with you at any time.
Your data
We know how important it is to keep your personal information safe and secure. We will always respect your right to privacy and will never sell your data to a third party organisation.
For more information please refer to our privacy policy.
Suppliers we work with
Occasionally we work with third party suppliers to help us manage your membership more effectively. You’ll find more information about the suppliers we use and any data processing arrangements we have in place with them in our privacy policy.
Our accountability to you
Should you feel we’ve let you down, then we’d like to know. Please tell us and we will do our best to find a solution. If we make a mistake, we will apologise and do what we can to put
things right. If you have any questions, please contact our us via membership@cilip.org.uk or call us on 020 4513 2831 and we’ll be happy to help.
*This applies to emails sent to membership@cilip.org.uk and other shared inboxes, not individual staff member inboxes.
Social media
Our social media channels are moderated by the CILIP membership and marketing team between 9am-5pm, Monday to Friday.
Why do CILIP use social media?
We use social media to engage with and learn from our members and others across the sector.
Which channels do we use?
Currently, we use the following channels.
What are CILIP’s community guidelines?
We want to keep our platforms relevant and engaging. As such, we may occasionally hide and/or not respond to posts. Examples of these sorts of posts include:
- Personal attacks or abusive messages
- Spam or commercial posts
- Excessively long posts which disrupt the conversation (other posts which disrupt the conversation will be dealt with on a case-by-case basis)
- Comments which are off-topic or excessively repetitive
- Anything that promotes discrimination based on race, sex, gender, religion, nationality, disability, sexual orientation or age
Have a question?
If you’ve got any questions or feedback please contact Membership.
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